Amber Folio

1. Introduction

At Amber Folio, we strive to provide exceptional visagiste services and ensure complete satisfaction for all our clients. We understand that circumstances may arise that require cancellation or modification of your booking. This Refund Policy outlines the terms and conditions regarding deposits, payments, cancellations, and refunds for our services.

By booking our services, you agree to the terms outlined in this Refund Policy. Please read this policy carefully before making a booking.

2. Deposits and Payments

2.1. Deposits

For certain services, we require a non-refundable deposit to secure your booking. The deposit amounts are as follows:

• Bridal Makeup: 50% of the total service cost at the time of booking
• Group Bookings (4+ people): 30% of the total service cost at the time of booking
• Personal Makeup Lessons (Packages): 25% of the package cost at the time of booking
• Special Event Makeup: £50 deposit at the time of booking

Deposits are non-refundable but may be transferable to another date or service under certain circumstances as outlined in Section 4.

2.2. Payment Methods

We accept the following payment methods:

• Credit cards (Visa, MasterCard, American Express)
• Debit cards
• Bank transfers
• Cash (for in-person payments only)

2.3. Payment Schedule

The remaining balance after the deposit must be paid according to the following schedule:

• Bridal Makeup: Final payment due 14 days before the wedding date
• Group Bookings: Final payment due 7 days before the scheduled date
• Personal Makeup Lessons (Packages): Remaining balance due at the first lesson
• Special Event Makeup: Remaining balance due on the day of service before application begins

3. Cancellation Policy

3.1. Client Cancellations

Our cancellation policy varies based on the type of service booked:

3.1.1. Bridal Makeup

• Cancellation 60+ days before the event: The deposit is non-refundable, but it may be transferred to another date (subject to availability) or another service within 6 months.
• Cancellation 30-59 days before the event: The deposit is non-refundable. If the final payment has been made, 25% of the remaining balance will be refunded.
• Cancellation 14-29 days before the event: The deposit is non-refundable. If the final payment has been made, 10% of the remaining balance will be refunded.
• Cancellation less than 14 days before the event: No refund will be issued.

3.1.2. Special Event Makeup

• Cancellation 7+ days before the appointment: The deposit is non-refundable but may be transferred to another date within 3 months (subject to availability).
• Cancellation 3-6 days before the appointment: The deposit is non-refundable and cannot be transferred.
• Cancellation less than 3 days before the appointment: No refund will be issued, and full payment may be required as per the booking agreement.

3.1.3. Personal Makeup Lessons

• Individual Lessons:
  • Cancellation 48+ hours before the lesson: Full refund or rescheduling option.
  • Cancellation 24-48 hours before the lesson: 50% refund or rescheduling option (subject to a £20 rescheduling fee).
  • Cancellation less than 24 hours before the lesson: No refund.
• Lesson Packages:
  • Cancellation of the entire package before the first lesson: Deposit is non-refundable, but 75% of any additional pre-paid amounts will be refunded.
  • Cancellation of individual lessons within a package: 48-hour notice required for rescheduling without penalty. Missed lessons with insufficient notice are forfeited.

3.1.4. Group Bookings

• Cancellation 14+ days before the event: The deposit is non-refundable but may be transferred to another date within 6 months (subject to availability).
• Cancellation 7-13 days before the event: The deposit is non-refundable. If the final payment has been made, 25% of the remaining balance will be refunded.
• Cancellation less than 7 days before the event: No refund will be issued.

3.2. Reducing Party Size for Group Bookings

If you need to reduce the number of people in a group booking:

• Notice given 14+ days before the event: Full adjustment of the final balance based on the new party size.
• Notice given 7-13 days before the event: 50% of the per-person rate will still apply to the cancelled individuals.
• Notice given less than 7 days before the event: Full payment for all originally booked services is required.

3.3. Our Cancellations

In the rare event that we need to cancel or reschedule your appointment due to illness, emergency, or other unforeseen circumstances:

• We will notify you as soon as possible and offer to reschedule your appointment.
• If we cannot provide the service or reschedule to a mutually agreeable time, a full refund of all payments made will be issued.
• In the case of bridal services, if we cannot provide the service and you need to hire a replacement artist at a higher rate, we will refund your payment plus up to 15% of the original booking value to help cover the difference (receipt required).

4. Exceptional Circumstances and Transfers

4.1. Transferring Bookings

Under certain circumstances, we may allow you to transfer your booking to another date or to another person:

• Booking transfers must be requested in writing.
• Transfers are subject to availability.
• A transfer fee of £25 may apply.
• Transfers to a new date must be within 6 months of the original booking date.
• Any difference in service cost must be paid before the new appointment.

4.2. Exceptional Circumstances

We understand that exceptional circumstances beyond your control may arise. In cases of serious illness, bereavement, or other significant emergencies, we may, at our discretion, offer more flexible cancellation terms. Supporting documentation may be required.

5. Service Dissatisfaction

5.1. During Your Appointment

If you are not satisfied with any aspect of your service during your appointment, please inform your artist immediately so that adjustments can be made to address your concerns.

5.2. After Your Appointment

If you are dissatisfied with your service after your appointment has concluded:

• Contact us within 24 hours of your service with specific details about your concerns.
• Include clear photographs if the issue is related to the appearance or lasting power of your makeup.
• We will review your concerns promptly and may offer:
  • A touch-up appointment at no additional cost
  • A partial refund, depending on the circumstances
  • A credit toward future services

Please note that refunds for completed services are considered on a case-by-case basis and are not guaranteed. Factors such as the specific service, the nature of the dissatisfaction, and whether you allowed us the opportunity to correct the issue during the appointment will be taken into account.

6. Refund Processing

6.1. Refund Method

Refunds will be issued using the same method of payment that was used for the original transaction, unless otherwise agreed:

• Credit/debit card payments will be refunded to the same card.
• Bank transfers will be refunded to the originating account.
• Cash payments will be refunded by bank transfer to an account you specify.

6.2. Refund Timeframe

We process refund requests within 7 business days of approval. Depending on your payment method and financial institution, it may take an additional 3-10 business days for the refund to appear in your account.

7. Gift Certificates and Prepaid Services

7.1. Gift Certificates

Gift certificates are non-refundable but are transferable to another person. They are valid for 12 months from the date of purchase unless otherwise specified.

7.2. Prepaid Service Packages

Prepaid service packages (such as multiple makeup lessons) have the following refund terms:

• Unused services in a package may be refunded at 75% of their pro-rated value if requested within 30 days of purchase.
• After 30 days, unused services may be transferred to another person or converted to a credit for other services but are not eligible for cash refunds.
• Partially used packages are not eligible for refunds on the unused portion after the first service has been provided.

8. Contact Information for Refund Requests

All cancellations and refund requests must be submitted in writing to:

Email: [email protected]
Subject Line: Cancellation/Refund Request - [Your Name]

Please include the following information in your request:

• Your full name
• Service booked
• Date and time of appointment
• Reason for cancellation/refund
• Booking reference number (if available)

For urgent cancellations (within 48 hours of your appointment), please also call us at +442501868166 after sending your email.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage clients to review this policy periodically. For bookings already confirmed, the refund policy in effect at the time of booking will apply.

10. Legal Rights

This Refund Policy does not affect your statutory rights as a consumer. If you have any questions about your legal rights, you can contact your local Citizens Advice Bureau or Trading Standards office.